COVID-19 response delay
We are currently experiencing an extremely high number of member enquiries due to the impact of COVID-19. We appreciate your patience and understanding as we work to answer calls and emails as soon as possible.
We will process benefit payments and investment switches as soon as possible. However, you need to be aware that your savings remain invested in the fund or funds you have chosen until your request is processed. This could take a number of days. At the very least, we have to wait until the next unit prices are available. The unit prices for any given business day are not received until the end of the following business day.
You can help avoid unnecessary delays by filling in forms carefully and making sure you provide all the information we need.
Remember, you can sign in to your account to update your details, check your balance or change your investment strategy.
Your choice of investment strategy is a very personal decision. You are, of course, welcome to change it at any time if you feel you need to. Remember, though, that past returns are not an indicator of future returns, and this is true in the short term as it is in the long term. When markets fall sharply as they have recently, it’s natural to want to take action by moving to a more conservative fund. The danger with that approach is that you lock in the losses and miss out any market recovery when it comes. However, if you need to access your funds in the short term, you may not want to risk your balance falling further if markets continue to fall. Unfortunately, all investment involves an element of risk, and none of us knows what is around the corner. That’s why we recommend you stick to an investment strategy based on your personal circumstances that especially takes into consideration when you expect to access your savings.
Timing of investment switches
If you submit the online form by 4.00pm on any business day, we will process your investment switch once the unit prices for that day become available.
A couple of things to note:
- Once you submit your request successfully, a screen will appear confirming we have received your request and providing a receipt number. If you don’t receive a receipt number, try resubmitting your request.
- You won’t be able to see your new investment choice when you sign in to your account until we have processed the change. When the unit prices become available, we will process your request as quickly as possible. Once your request is processed, the change will appear online. This could take a few days.
You’re entitled to change your investment strategy free of charge once each scheme year (1 January to 31 December). A switching fee may apply to subsequent changes.
0800 864 724
9.00am to 7.00pm Monday to Friday (except public holidays).